In the business world, there are 3 areas where robotic process automation is making a dramatic impact.

#1: Business process management.

Business process management (BPM) is a systematic approach to streamlining processes, identifying areas that need improvement, and implementing best practices across all areas of an organization. It’s achieved through consultation with business strategists specializing in BPM.

One aspect of BPM is automation. That’s where RPA is changing the game.

Organizations can choose to incorporate RPA as a part of a complete business process management overhaul. Or they can simply automate individual tasks within their existing processes, achieving significant results with less time and investment.

“RPA projects save money, recoup the investment in just six to nine months, and don’t require major IT architecture changes or deep integration with underlying systems.” — Everest Group

#2: Data capture and transfer.

Instead of manually entering data into multiple databases, RPA is able to pull data from one application and push it into another according to the business needs. This is beneficial for form-driven and data-heavy processes like onboarding new accounts, fulfilling purchase orders or processing invoices.

Combined with machine learning capabilities, RPA learns from its mistakes and enters data more accurately over time, eventually eliminating the need for human supervision and error checking.

#3: Customer service.

Call centers use a variety of different systems and vendors to satisfy customer needs. When a customer calls in, a call center employee needs to pull up the appropriate account information, determine the reason for their call, switch between different systems and applications to retrieve the right details, and relay the best response back to the customer.

The longer this process takes, the more a customer’s frustration grows.

Using RPA, information can be captured, analyzed, cross-referenced, and shared across platforms. Thus, when a customer calls in, a tab with all of the right account details can automatically be opened on a representative’s desktop.

Robotic process automation also allows customer service representatives to avoid spending time entering the same data into different systems. Once a representative inputs data into one vendor system, the other systems automatically populate with that same information.

Each automation allows call center employees to successfully help more customers in less time with better results.

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